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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

A) Immediately escalate to management.
B) Deliver an SLA reminder.
C) Reassign (escalate) the call to the appropriate team.
D) Log the customers details and take the next call.

2. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Creative thinking.
B) Inductive reasoning.
C) Critical thinking.
D) Deductive reasoning.

3. Which situation is typically addressed by a system administrator? (Choose 1)

A) Network outages.
B) Restoration of system backup files.
C) Poor database performance.
D) Quality monitoring corruption.

4. Which is a technique used in paraphrasing? (Choose 1)

A) Using parroting.
B) Using the passive voice.
C) Using synonyms.
D) Using complex sentence patterns.

5. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Work with IT to implement the software.
B) Review the software with the customer user group.
C) Trend and analyse the number of password reset requests received at the help desk.
D) Download the software and prototype with the help desk.

Solutions: